Rose Ann Gono

Rose-ann Gono CUSTOMER SERVICE SPECIALIST WORK EXPERIENCE ABOUT ME Customer service specialist who’s passionate about helping businesses JUN 2020 SEPT 2021 maintain a strong reputation by CONCENTRIX CVG PHILIPPINES, INC. BILLING AND TECHNICAL PHONE SUPPORT resolving customer issues effectively. Fields support calls and email communication. Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions. Taking orders or processing payments. Handling returns and exchanges. Addressing billing concerns. Keeping records of customer interactions. Skilled in communication, problemsolving, and technical support, with a commitment to enhancing business growth and customer satisfaction. CONTACT --Cebu, Philippines SEPT 2021 APR 2022 Supported team members by developing new strategies. Assisted advocates with inquiries and performance tracking. Presented monthly performance data. Ensured proper documentation and dissemination of updates. EDUCATION University of Cebu Bachelor of Science in Management Accounting- University of Cebu Accountancy, Business and Management- Canduman Nat’l Highschool Graduated with honors- SUBJECT MATTER EXPERT APR 2022 JAN 2023 HARDWARE SPECIALIST Assisted advocates in resolving complex hardware issues. Provided guidance on hardware-related inquiries. Communicated with clients to align processes and policies. Documented procedures and shared updates with the team. Rose-ann Gono CUSTOMER SERVICE SEPCIALIST WORK EXPERIENCE SKILLS ✔ English Language Proficiency ✔ Customer Care & Support ✔ Effective Communication ✔ Problem Solving ✔ Emotional Intelligence CONCENTRIX CVG PHILIPPINES, INC. JAN 2023 MAY 2024 SR. QUALITY ANALYST Audited calls, emails, and chats for quality assurance. Conducted regular feedback sessions and training for agents. Facilitated calibration sessions with operations and training teams. Generated and analyzed daily, weekly, and monthly quality reports. SOFTWARES AND TOOLS Assisted with continuous improvement initiatives. 💻 Shopify, Amazon Seller Central, Zendesk, Gorgias, Gladly 📊 Microsoft & Google Applications, Slack, Hubstaff 💰 Stripe, Affirm, Red Stag, Rollo MAY 2024 PRESENT TALENTPOP CLIENT - FIGHTCAMP Respond to customer inquiries via calls and emails. Assist with order tracking, modifications, and returns. Troubleshoot hardware and software issues. Process refunds and manage memberships. Maintain records of customer interactions. Present weekly CX KPI reports to the client. Social Media Management